London Borough of Islington (202504387)

Background

1. The resident’s complaint arose after requesting adjustable radiator valves in December 2024, as his radiators did not have individual controls. He remained dissatisfied after visits in early 2025 did not result in the requested work being carried out and raised concerns about his ability to regulate heating within the home.

What the complaint is about

2. The complaint is about the landlord’s response to the resident’s request to have radiator valves fitted.

Our decision (determination)

3. There was no maladministration in the landlord’s response to the resident’s request to have radiator valves fitted.

Reasons

4. In accordance with the landlord’s repairs policy and tenancy agreement, it is responsible for keeping in repair and in proper working order the installations for room heating that were originally fitted by the landlord.
5. Under the Housing Health and Safety Rating System (HHSRS), heating controls are considered when assessing excess cold or excess heat hazards, but there is no requirement for specific features such as thermostatic radiator valves on individual radiators, provided residents can reasonably control indoor temperatures. Similarly, Approved Document L of the Building Regulations is not applied retrospectively and only applies when new heating systems are installed or existing ones are replaced.
6. The landlord correctly distinguished between repairs and upgrades when considering the resident’s request. The heating system was in proper working order and already included a main thermostat, meeting the landlord’s obligation to maintain existing installations. In line with the repairs policy, the tenancy agreement, and current government guidance, the landlord’s responsibility is to keep existing heating systems in repair rather than improving or modernising them. As such, the installation of adjustable radiator valves was reasonably regarded as an improvement rather than an essential repair.
7. The landlord also appropriately sought advice from its gas team, who confirmed there were no defects, and also offered a senior gas engineer inspection to explore possible options. This shows a proportionate and considerate approach beyond its policy requirements.
8. Overall, the landlord acted reasonably by meeting its obligation to keep the existing heating system in proper working order, correctly applying policy and legal guidance to determine that adjustable radiator valves were an improvement rather than a required repair. The landlord also acted proportionately by seeking technical advice and offering a further inspection despite having no obligation to do so.